Refund policy

Return and Refund Policy

Last updated: 04/03/2026

This policy explains how returns and refunds work for bespoke commissioned artwork and non‑custom items, in accordance with UK consumer law. This policy does not affect your statutory rights.

1. Definitions

Commissioned Works (Bespoke): Custom artworks created to your personal specifications (e.g., size, colours, flower choices, personal themes). These are “personalised goods” and are exempt from the 14‑day cooling‑off period under the Consumer Contracts Regulations 2013.

Original Artwork: One‑of‑a‑kind pieces created by the artist, not personalised.

Standard Prints: Replicated prints of existing artwork (non‑custom).

Other Products: Non‑custom merchandise such as stickers, key rings, and similar items.

2. Commissioned Works (Bespoke)

2.1 Confirmation of Details

Before work begins, we will email you the full Specification (size, colours, flowers, themes, and any specific features). Painting begins only once you approve this Specification.

2.2 Artistic Quality & Approval

Our artwork is created in the artist’s established style, as shown in our portfolio. Brushwork, texture, colour blending, expressive detail, and composition naturally vary in handmade artwork and are not considered defects. You approve a written Specification before work begins, and the finished artwork is assessed only against that Specification - not personal preference or taste. If the correct flowers, main colours, themes, and size are present and the work has been produced with the artist’s normal professional skill and care, the artwork is considered “as described” and produced with “reasonable care and skill” under the Consumer Rights Act 2015 (CRA). Minor variations and differences caused by screen display or lighting are not defects. Preference‑based objections do not constitute quality issues.

2.3 Approval Stage (Before Shipping)

When the artwork is complete, we send a photograph for final approval. If you approve, the sale becomes final. If you do not approve for any reason, we will cancel the order and refund 50% of the total price, retaining 50% as a non‑refundable creation fee covering time and materials. Bespoke artwork does not qualify for the 14‑day cooling‑off right. See full Terms of Service.

2.4 Statutory Remedies for Objective Non‑Conformity

If the artwork objectively fails to meet the Specification (e.g., wrong size beyond reasonable tolerance, missing a specified flower, or a materially different colour palette) or was not produced with reasonable care and skill, you are entitled to repair, replacement, or refund under the CRA. The 30‑day right to reject applies only where the artwork is objectively faulty or not as described. It does not apply where the artwork meets the agreed Specification but is disliked.

2.5 After Approval & Shipping

Once approved, the sale is final except for statutory rights relating to transit damage or objective non‑conformity not reasonably visible in the approval image. We remain responsible for the condition of the goods until delivery to you or your designated safe place or neighbour. See full shipping terms and conditions.

3. Non‑Custom Goods (Original Artwork, Standard Prints & Other Products)

3.1 Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described, you have a 30‑day right to reject it for a full refund under the CRA. We arrange collection or cover return postage.

3.2 Distance & Off‑Premises Sales – 14‑Day Cooling‑Off (Non‑Custom Only)

For non‑custom items bought online or by phone, you may cancel within 14 days from the day after delivery. We refund the item price plus outbound standard delivery cost within 14 days of receiving your return or proof of posting. We may deduct for diminished value due to handling beyond what is necessary to inspect the goods. Unless stated otherwise before purchase, you pay return postage for change‑of‑mind returns. The cooling‑off right does not apply to Commissioned Works.

3.3 Goodwill 30‑Day Returns (Non‑Custom Items)

We offer a goodwill 30‑day change‑of‑mind returns policy in addition to any statutory rights you may have (including the 14‑day cooling‑off period for distance sales).

Goodwill returns are refund‑only (no exchanges or store credit). All eligibility criteria and condition requirements (such as the item being returned in resalable condition) are set out in Section 4A of this policy.

This goodwill policy does not affect your statutory rights.

4. Return Conditions & Packaging

Items must be securely packaged. Original packaging is not required, but inadequate packaging on change‑of‑mind returns may result in deductions for diminished value. For faulty or damaged items, we cover return postage or arrange collection.

4A. Condition Requirements for Goodwill Returns

The following conditions apply to all goodwill (change‑of‑mind) returns:

- The item must be returned in resalable condition.

- The item must not show signs of use beyond what is necessary to inspect it.

- All original accessories, inserts, certificates, or included items must be returned.

- Original packaging is **not required**, but the item must be securely packaged to prevent damage in transit.

- Any damage caused by inadequate packaging may result in a deduction to reflect diminished value.

- Unless otherwise stated before purchase, the customer is responsible for return postage on goodwill returns.

- This goodwill policy does not apply to Commissioned Works (Bespoke), which are exempt from change‑of‑mind returns.

This Section 4A forms part of this Return and Refund Policy and our Terms of Service.

5. Refund Method & Timing

Refunds are issued to the original payment method. For cooling‑off cancellations, refunds are issued within 14 days of receiving the item or proof of posting, as required by the CCR. Faulty‑goods refunds are processed without undue delay.

6. How to Start a Return

Email laurenfisher@thepetalcove.co.uk with your order number, the item(s), and your reason for return. We will provide return instructions and, where applicable, a prepaid return label.

7. Summary of Legal Rights

Under the Consumer Rights Act 2015, goods must be as described, satisfactory quality, and fit for purpose, with a 30‑day right to reject faulty goods. Under the Consumer Contracts Regulations 2013, non‑custom distance purchases include a 14‑day cancellation right, refund of item price plus standard delivery, and deductions for diminished value. These rights do not apply to bespoke/personalised goods.